Experience

Rove Hotels

• United Arab Emirates
• Hospitality
• 200 - 300 Employee

• Guest Service Agent

  • Apr 2021 - Present



Atana Hotel

• United Arab Emirates
• Hospitality
• 100 - 200 Employee

• Guest Services Associate

  • Sep 2018 - Mar 2021

  - Welcome the guest as per the hotel standards, register, maintain the records and check out guest performing the cashiering tasks in a friendly and professional manner. - Manage the phone in a caring and professional manner according to the hotels standards, able to take and deliver an accurate message. - Answer to any reservations inquiries using phone, e-mail and fax - Ensure that all systems are updated accurately and all the front office records and filing are completed in all areas as per the hotels standards. - Handle guest complaints tactfully and pass on all the complaints to the Front Office Manager for follow up. Show less



Best Western Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• Guest Services Associate

  • Aug 2017 - Aug 2018

  -Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. -Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. -Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required -Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. -Provide information to guests about room features, property amenities, and local areas of interest. -Assist guests with accessing the internet. -Verify/adjust billing for guests. -Clear departures in computer system. -Coordinate with Housekeeping to track room status and guest concerns. -File guest paperwork or documentation. -Operate telephone switchboard station. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. -Run and check daily reports, contingency lists, and credit card authorization reports -Arrange transportation for guests/visitors. -Count and secure bank at beginning and end of shift. Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Security of any reports of theft. -Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. -Speak using clear and professional language; answer telephones using appropriate etiquette. -Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. -Comply with quality assurance standards. Perform other reasonable job duties as requested by Supervisors. Show less



Ramsey Restaurant and cafe

• Machakos,Kenya

• Waiter

  • Oct 2016 - Mar 2017

  -Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information -Meet all reasonable needs and requests of customers within acceptable enterprise time frames -Identify and take all opportunities to enhance the quality of service -Recognize customer dissatisfaction promptly and take action to resolve it -Offer assistance to colleagues when required, to ensure designated work goals are met -Demonstrate trust, support and respect towards team members in day-to-day work activities -Conduct communication with customers and colleagues in a polite, professional and friendly manner -Practice high standards of personal presentation -Make sure the work place is clean and tidy Show less



BlueBay Hotels

• Spain
• Hospitality
• 100 - 200 Employee

• Guest Services Associate

  • Jun 2016 - Aug 2016

  -Achieve positive outcomes from Guest queries in a timely and efficient manner -Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required -Attend the Executive Lounge and Executive Floor Reception Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments -Demonstrate a high level of customer service at all times -Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts -Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties -Maximize room occupancy and use up-selling techniques to promote hotel services and facilities -Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy -Comply with hotel security, fire regulations and all heath and safety legislation -Act in accordance with policies and procedures when working with front of house equipment and property management systems -Follow company brand standards -Assist other departments, as necessary Show less



Warwick Hotels and Resorts

• France
• Hospitality
• 400 - 500 Employee

• Front Desk Receptionist

  • Oct 2015 - Jun 2016

  • Greet guests and patrons as they arrive• Ask if guests have a prior booking• Manage the registration process• Ask for identification and ensure that the provided credentials are accurate• Handle guest check-ins and check-outs appropriately• Operate hotel switchboard, take calls and provide information and transfer calls• Manage accurate accounting of all rooms• Provide guests with room keys and call for bellboys• Take reservations over the telephone, through emails and in person• Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directions• Refer guests to appropriate departments to resolve complaints or provide suggestions• Compute bills and take payments• Provide guests with directions around the hotel• Contact housekeeping and maintenance departments when a problem is reported• Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them• Balance cash at the end of the shift and generate Show less

• Bellman(pre-opening team)

  • Nov 2013 - Oct 2015

  -Conducting the Bell service activities such as luggage service upon guest's arrival and departure, luggage storage, message service fax delivery, parcel and mail hand-over, information service and other related tasks.-Opening the door of the car for the guest in a professional manner at the main entrance of the hotel and assisting to unload the luggage if any.-Extend warm welcome and appreciation to every guest / patron at any customer approaching by greeting-Rooming the guest in a professional way, which includes addressing the guest by name, holding the lift for guest and extending hotel introduction to guest, etc..-Having wealth of knowledge in relating to hotel products, events and promotion, playing the role of salesmanship by doing their effort to sell the hotel at each customer contact, to maximize the hotel revenue.-Assisting to arrange the transportation for guest in the absence of Bell Captain.-Being responsible for the cleanliness of the counter and the surrounding environment.-Being in charge of the lobby lighting on & off periodically.-Distributing the newspaper to long staying guest and departments concerned.-Extend assistant to guests and patrons alike in a flexible manner unless it is illegal.-Maintain professional image while on duty with well grooming hygiene and prescribed uniform.-Perform other duties being assigned by the Bell Captain, Assistant Manager, Front Office Manager or other concerned hotel officers.-Always concern energy and environment conservation issues in the daily work. Show less